Terms & Conditions - Luxora Interiors

This quotation is an initial estimate and is valid till ___. These terms and conditions constitutes an understanding between Luxora Technologies Private Limited (“Luxora”) and its customers.

Price Validity
The final project cost will depend on measurements, scope of word and change in designs/ materials/ finishes. Customers can expect the quote value to fluctuate by approximately 10% to 15% depending on revisions. However, in case of nonstandard product selection/ customization/ additional scope of work, the prices may substantially increase from the initial estimate.
Customer shall make an initial payment of INR 25,000 for booking the 3D & 2D drawing process, which will be deducted from the final quotation amount.
The price has 4 installments:
Booking amount: The booking amount for the design process is INR 25,000/- (inclusive of GST). This includes the provision of software- generated 3D designs, working drawings related to the scope of work, an area sheet outlining the scope of work, and a finished material list selected by the client, along with the final quotation. If the client chooses not to proceed for any reason, the booking amount is fully refundable only within 48-hours of payment. Luxora shall not be liable for a refund if the of 48-hour period has expired or if the designs have already been delivered, whichever occurs earlier.
Milestone-1 (50% amount): Payable after finalization and signing of COA documents. The booking amount of INR 25,000/- will be adjusted in this payment. The Customer order shall move to the production stage only after the payment of Milestone-1.
Milestone-2 (40% amount): Payable when production is ready, before material delivery and site execution commencement.)
Milestone-3 (10% amount): Payable upon hardware delivery and before installation process starts.

Note: A non-refundable convenience fee of 2% (including GST) on payment amount may be levied on certain modes of payment including Credit card/ Debit card/ Net Banking/ Wallet/ Etc.

The customer’s name on the order must match their KYC details. No name changes or GST number inclusions are possible post-order booking. Disclosing complete names at the time of order booking will help for all legal communications, availing finance options, GST Invoice in case of registered person and processing refund if in case of cancellation as specified in this terms and conditions.
Orders must include a minimum of INR 1,25,000 worth of “woodwork.” Orders below this threshold will not be accepted.
Site condition assessments may impact the final pricing for services like plumbing, gas-piping or electrical work.
The final installment payment has to be completed before the material dispatch from the factory and not before installation. Luxora shall not dispatch the materials unless the final installment is received and approved by Luxora.
Between Milestone 2 and Milestone 3 payment, brand partnered categories such as appliances, lights and loose furniture etc. are subject to price fluctuation and may not be available due to stock issues from the manufacturer’s end. In such cases, Customer will have an option to choose the alternative products available.
The place of supply will be determined based on the state where the installation is carried out, regardless of the billing state. GST will be collected on each advance payment and GST invoices will be raised upon project completion.
If a customer wishes to make payments in cash, Luxora can accept cash up to Rs.___________ between all the stages of the respective project.
Maximum amount of cash that Luxora accepts without PAN is Rs.________/-
Maximum amount of cash that Luxora accepts with PAN is Rs.__________/- and note that, PAN must belong to the customer ONLY and it is mandatory to obtain copy of the PAN from a customer and to be shared with Finance team for approval.
Orders cannot be split to accommodate additional cash payments from a customer.
If the Installment (Milestone-2 payment) is not paid by the Customer within the time stipulated in the “Ready to dispatch” email sent to the Customer, then the Customer shall be liable to pay a demurrage charge of INR ____ per day, from the second day that the instalment becomes due till such time that the same is paid in full.
The final quote is valid for three (3) months. Extensions beyond this period may result in price adjustments, as per the existing prices at that time.
All payments must be approved via email by Luxora to be deemed effective.

Delivery and Installation of the order
The delivery and installation of Customer’s order shall be on or before the delivery date prescribed in the Quotation, and at the address given by the Customer.
Delivery Date will be calculated from the date of completion of the following requirements:
Both the Parties, Customer and Luxora signing off on the designs and specifications for the home interiors;
Customer making all payments, strictly in accordance with the specified payment milestones. The delivery guarantee will commence from the date of approval of payment, which shall be confirmed via email by Luxora; and
Customer handing over the site to Luxora in a condition that meets the requirements of Customer’s Site Readiness Checklist as per the Works Contract.

Warranty- Product and Service
Flat __ year warranty: All Customer’s woodwork is covered under Luxora’s Flat __ Years Warranty. This safeguards you against any defect in manufacturing of woodwork items or in installation workmanship.
All accessories, hardware, appliances etc. procured from OEMs are covered as per the respective Manufacturer’s Warranty Policy.
Luxora also provides Service Warranty on certain offerings, as outlined hereunder.
A detailed description of our Warranty Policy is also mentioned in the Luxora Works Contract and website at www._________ for the Customer’s reference. Customers can refer to the Works Contract at the time of making the 3^rd instalment payment of the quote value.
Luxora provides warranty on the Products and Services, as per the following categories:
Covered Products- Luxora’s Products Warranty- In case of any manufacturing defect in any of the following products, and the same being in the warranty period, Luxora shall repair or replace, at its discretion, the said Products.

Product	Warranty Period	Remarks	Exceptions
Cabinet, Carcass	____	Covers all core material: HDHMR Board & Edge Banding	A comprehensive list of Exceptions is covered below under the heading “Limitations to Warranty”
Shutter	_____	Covers all finishes and core material: HDHMR & aluminium Shutter Frame. Covers against delamination and edge band peeling	A comprehensive list of Exceptions is covered below under the heading “Limitations to Warranty”

No warranty Products- All other items, products or materials supplied or used by Luxora, as outlined in the illustrative list below, are provided on an “as-is” basis without any warranties of any kind.

Product	Warranty Period	Exceptions
Countertop (Material)	No warranty	N/A
Gas Piping, Tiling, Other Civil Work (False ceiling, Painting, Brick Cladding and Jaali etc.)	No warranty	A comprehensive list of Exceptions is covered below under the heading “Limitations to Warranty”
Mirror, Glass, Another Fragile item	No warranty	Electrical component of Mirrors shall be covered under ___ years warranty.

Limitations to Warranty
Luxora does not warrant against and is not responsible for:
any condition of the Warranty covered products attributable to; or
any damage to such products caused by any of the following:
- Normal wear and tear, including but not limited to scratches, dents, and cuts, or damage caused by severe impacts, accidents, or mishandling.
- Misuse, negligence or improper usage.
- Only bends greater than 5mm will be attended by Luxora.
- Water leakage, dampness on walls and seepage within the building structure leading to continuous surface dampness.
- Degradation, discoloration, damage, or fading, etc. in color, grain, or texture of natural wood materials, laminates and other materials due to exposure to intensive or excessive light, sunlight, moisture or heat or other environmental factors.
- Use of inappropriate chemicals, detergents, abrasives, or other improper cleaning agents, including but not limited to chemical solvents such as turpentine, thinner, or harsh cleaning agents, as well as impact with sharp tools.
- Mistreatment, negligent use, misuse, insufficient or improper care (including but not limited to exposure to harsh weather conditions).
- Alterations, modifications or use of products which are beyond or inconsistent with the supplied product instructions by Luxora, including the use of unauthorized products.
- Destroyed, damaged or becomes unusable due to any Force Majeure event. (A Force Majeure event refers to the acts of God including; such as flooding, hurricane, earthquake, lightning, any natural calamities etc., environmental condition such as air pollution, solvent exposure, mold, mildew etc., or staining from foreign substances such as dirt, grease, oils, sprays etc. fire, acts of war, acts of terrorism, pandemic, lockdown, acts of Government or any other event which is beyond the control of Luxora)
- Improper maintenance or use of covered products for unintended purposes;
- Resale of the covered products (either as part of the sale of Customer’s property or otherwise);
- Re-installation, repair or alteration of covered products by any unauthorized person;
- Rusting of channels, hinges and other metallic parts due to exposure to household chemicals, sprays or moisture/dampness;
- Defects caused by pests and pets, including but not limited to termites, ants, wood borers, rats, dogs and cats.

Procedure to claim Warranty
To claim warranty on any covered product under valid warranty terms, the customer shall raise a ticket on Luxora’s website or contact Luxora’s toll-free number, providing details of the covered product, the defect observed, and supporting photographs or other proofs.
Upon receiving a written notice from the customer, Luxora shall send an authorized representative to the customer’s site for inspection and assessment to confirm whether the claim falls warranty coverage.
If it is covered under warranty as per Luxora representative’s information, Luxora will either repair or replace the defective Product.
In case of replacement, Luxora will provide a similar product that closely matches the defective product in dimension, function, and color. Luxora does not guarantee that the replacement product will be exactly the same as the covered defective product. The replacement product will not be covered under any new warranty but will be subject to the original warranty term.

Service and Maintenance
Customers can raise a request through www._____________ for any concerns regarding their project.
Luxora provides one complimentary service visit to the site, free-of-cost, within __ months from the date of handover for routine checks which cover moving parts like hinges, channels, etc. The Care team will contact the Customer to schedule the visit. The free service addresses issues like minor alignment, loose parts, etc. It also covers general alignment check of all shutters, lofts, the functioning of drawers and all accessories, and any additional concealment of wiring for the TV unit.
Since some products are designed to have a lot of moving parts, Luxora’s products may require occasional re-alignment and servicing. Any service or maintenance requests beyond the complimentary visit will be chargeable. Luxora’s current service visit fee is Rs. ____ per visit. This visit includes re-alignment of all products, but without any replacements. This request will have to be raised by the customer through www.____________.
If the work involves the re-alignment of units and/or replacement of items not covered under warranty (due to physical damage, continuous water leakage, rusting, etc), any such repairs or replacements recommended during a service visit (whether free or paid), or any maintenance requested by Customer that falls outside the Warranty terms shall be subject to additional charges. Luxora will provide a cost estimate after inspection and assessment, a detailed bill will be issued post-service.

Cleaning Services
Post installation, Luxora will provide the following services at the site:
Dusting, sweeping and mopping of all areas.
Cleaning of doors of the cabinets to remove pencil marks and dust.
Cleaning of wooden cabinet interiors.
Deep cleaning using mechanical equipment is not included.

Unloading Services
Any movement of materials by stairs above 2nd floor will attract the following additional charges:
A fixed unloading charge of Rs. ____ shall be charged for movement of material from 3rd floor and above where the service lift is unavailable.
An additional charge of Rs. ____ will be applicable for each floor movement of material from the 9th floor and above, where the service lift is unavailable.
Cancellation Policy
At Luxora, our primary objective is to ensure the seamless completion of every order. However, as we collaborate with multiple stakeholders including manufacturers, raw material suppliers, and accessory suppliers, there may be instances where adjustments to pricing or material availability become necessary. In such cases, we remain committed to maintaining fairness and transparency with our customers. If these changes significantly impact an order, customers will have the option to cancel their purchase.

For all other cancellation scenarios, please refer to the table below for detailed terms and conditions.

Time of Cancellation	Stage of Order	Policy
Within 48 hours from order booking after payment of INR 25,000 as booking amount.	Pre Design Stage	Fully refundable within 48 hours. Note: If the design has already been delivered to customer, no refund shall be issued to the customer.
After 48 hours from order booking, provided the first cut of the design has not been finalization.	Design Stage	No refund. However the booking amount of INR 25,000 will be adjusted in this amount.
After signing of the COA documents.	Design Validation Stage, Production Stage and beyond	No refund

Customers must submit a cancellation request via email, providing order details and the reason for cancellation of an order or service. Luxroa will review the request and confirm the cancellation along with refund eligibility (if applicable).
Luxora reserves the right to update this policy at any time. Customers will be notified of significant changes, and continued use of services/products implies acceptance of the updated terms.

Customer Conduct
Luxora strictly prohibits discrimination against its representatives on the basis of sex, race, religion, caste, origin, disability, marital status, gender identity, age, or any other characteristic protected under applicable law.
Customers must treat all Luxora representatives with respect and courtesy and provide a safe and compliant environment (in accordance with all applicable laws and bylaws, including society norms) at the project site. Luxora shall be entitled to refuse to perform any service(s) if the Customer don’t comply with this section and/or the Customer has not provided a safe and compliant location and/or Customer has behaved in a discourteous, disrespectful, abusive, or otherwise inappropriate manner or any other issues related to the Customer that affects the Luxora services, then Luxora reserves the right to withhold the services at its absolute discretion until the requirements under this section are fully complied by the Customer. Any delay caused due to the customer’s non-compliance affecting the timeline of Delivery Guarantee (if applicable) in the Customer project or loss occurred shall not be considered as breach by Luxora under the Works Contract or Quotation, as applicable.
Customers must report any Luxora’s representatives who behaves in a discourteous, disrespectful, abusive, inappropriate manner, or in violation of the law. Such incidents must be reported with valid proofs to [email protected] and [email protected] immediately, but no later than 48 hours after the incident.
Customers must keep all communications in writing with Luxora’s representatives via official emails, ensuring that the designated Luxora POC is in the loop if applicable. Any complaints or escalations sent to unnecessary parties within Luxora will be considered non-compliance, and Luxora reserves the right to take appropriate action as per applicable law.

PERSONAL DATA AND PRIVACY POLICY
The Customer explicitly grants authorization to Luxora for the collection, storage, retention, processing, and utilization of personal data, including contact information, as outlined in our Privacy Policy. The Company shall use the personal data of the Customer only for the legitimate use to provide the product and services to the Customer.
The Customer authorizes the Company to contact them through various channels such as phone, SMS, WhatsApp, email etc. All communications will be strictly related to the products or services provided, and Luxora will maintain the confidentiality of the Customer’s personal data, including contact information
The Customer acknowledges and agrees that Luxora may share their personal data, including contact information, with authorized designers, vendors, franchisees and third-party suppliers as necessary to fulfil contractual obligations, in accordance with our Privacy Policy.
For a comprehensive understanding of our data handling practices, please refer to our Privacy Policy at _______________. We strongly recommend that the Customer reads the Privacy Policy to ensure awareness of the terms and conditions.
Any notices intended for the Company in accordance with the personal data usage or deletion should be written to __________.

Governing Law and Jurisdiction
These Terms and Conditions shall be governed and construed in accordance with the laws of India.
The courts at Jaipur, Rajasthan, India shall have exclusive jurisdiction over any dispute arising out of or in connection with these terms and conditions.

Custom Quotation Offerings- terms and Conditions
The Custom Quotation Offerings – Terms and Conditions (“Custom Quotation T&Cs”) shall apply to any Custom Quotation provided by Luxora to the Customer. Under these terms, Luxora arranges for Custom Work to be executed by its Vendors, who bring their expertise and experience to the project. The responsibility for the completion and quality of custom work as mentioned in the Quotation, lies solely with the Vendors, except as specified in this Terms & Conditions.
The Custom Quotation T&Cs are subject to other applicable Service Terms and Conditions. These T&Cs shall be read in conjunction with the Works Contract and other relevant project related documents provided by Luxora:
“Vendor/s” refers to individuals, organizations or Companies associated with Luxora to provide the services related to Custom Work.
“Custom Work” refers to any work that deviates from Luxora’s standard offerings, explicitly identified in the quotation with the term “Custom” before its description.
“Custom Scope of Work” refers to the specific work undertaken as per the Custom Quotation.
The Customer consents to Luxora sharing their information, including but not limited to name, phone number, and address, with Vendors engaged for the Custom Work. This information is necessary for fulfilling the Custom Scope of Work, and the Customer explicitly agrees to its sharing without restrictions.
The designs for the Custom Scope of Work shall be provided by Luxora, in discussion with the Customer. Post site measurement, alterations may be based feedback of the Vendor providing such Custom Scope of Work. No changes or revisions shall be made to the finalized designs after the Customer has paid the Third Instalment.
Non-Solicitation – Customer shall not approach any Vendors undertaking the Custom Scope of Work, directly or indirectly, without the explicit written consent of Luxora.
The Customer shall not directly or indirectly approach any Vendor engaged in the Custom Scope of Work without Luxora’s explicit written consent. Any issues, concerns, or disputes regarding the Vendor’s services or products should be raised with the Luxora’s care team post-project handover. For pre-handover concerns, the Customer must coordinate with the designated Luxora project manager.
The Customer shall not engage in any unethical or illegal practices, including but not limited to bribery or making direct payments to the Vendor or its representatives, whether in cash or kind. Luxora shall serve as the sole point of contact between the Customer and the Vendor for facilitating the Custom Scope of Work under the Custom Quotation. The Customer agrees to keep all communications with the Vendor aligned with Luxora and ensure that the designated Luxora point of contact (POC) is informed at all times to avoid any conflict of interest. Furthermore, the Customer shall not engage in any malpractice, including but not limited to bribery or other unethical or illegal acts, to secure an improper advantage in connection with the Custom Work.
No-Delivery Guarantee: If the project includes Custom Work, it will be classified under an Estimated Timeline Commitment project. No compensation shall be provided for timeline breaches.
Luxora offers a one-year warranty on the Custom Scope of Work from the date of handover, as per the warranty details provided hereinabove.
The final cost of the Custom Work is subject to changes based on measurements, design modifications, materials, and finishes. Costs may vary by approximately 10-20%, or more in some cases, depending on the specifications. No changes shall be made after the Third Instalment payment, and the Quotation amount at that stage shall be final.
Luxora acts solely as a facilitator between the Vendor and the Customer for enabling the Custom Work. Luxora is not liable for any product or service(s) rendered by the Vendor unless explicitly stated otherwise.
These Custom Quotation T&Cs are governed by the laws of India. Any dispute shall be governed exclusively by the courts of Jaipur, Rajasthan only.
In case of conflict between the Customer Quotation T&Cs and other Terms and Conditions including Works Contract, the provisions under the Works Contract shall prevail.
Luxora reserves the right to deny or cancel the project without liability in cases of misuse or abuse of the process by the Customer or Vendor.
Luxora shall not be liable for any loss or damage resulting from material breach of any terms and condition(s) by the Customer, including negligence.
Luxora shall not be liable for any indirect, punitive, special, incidental or consequential damages arising out or in connection with the Custom Work.
Luxora shall not be liable for delays, losses or damages arising due to Force Majeure event including but not limited to natural disasters, strikes, government actions, or pandemics.
In any event, Luxora’s total liability shall not exceed the total amount paid by the Customer for the Custom Scope of Work at the time of the dispute.

Luxora reserves the right to alter, modify or withdraw the Custom or any terms at any time without prior notice.